Genesys Cloud products and solutions

Genesys Cloud provides omnichannel routing, workforce engagement, and analytics tools to optimize customer experience. Key capabilities include predictive routing with machine learning, omnichannel digital channels like chat and SMS, outbound campaigns, workforce management, quality management, speech analytics, an app marketplace, and real-time dashboards.

Genesys Cloud's integration with Salesforce Service Cloud delivers a comprehensive AI-powered contact center solution that unifies voice, digital, and CRM capabilities. The integration is structured through multiple packages including Core Services, Voice, Digital and AI, WEM, External Routing, and Outbound Campaign Management. Agents benefit from essential features such as screen pop functionality, AI-assisted Agent Copilot, scripting tools, and multi-channel communication support. The platform enables seamless contact center management within Salesforce, featuring bidirectional campaign data synchronization, customizable Lightning app integration, and call attribute synchronization. Technical implementation requires proper licensing, OAuth configuration, and remote site settings in Salesforce. Advanced functionality includes WEM activity monitoring, queue management through Omni-Channel, WebRTC settings, and callback scheduling. The system supports comprehensive interaction handling through customizable components like Queue Stats, Interaction Record Utility, Voice Transcript, and Agent Performance Stats, while External Routing manages Salesforce Case objects, Email-to-Case, and Messaging Sessions for Enhanced Chat.

Genesys Cloud Digital licenses offer maximum speed and efficiency in digital customer communication through an agent workspace that enables agents to perform several tasks across all interactions with a simple, transparent view of multiple customer engagements. Key features include external contacts as a comprehensive repository of data about external organizations and contacts, permissions to manage contacts and see customer profiles and journeys, and a streamlined view of all contact and organization data. The licenses also provide capabilities for digital routing, messaging, chat, and social media.

following the requested format: Genesys Cloud Software as a Service (SaaS) is a web-based suite of cloud services for enterprise-grade communications, collaboration, and customer experience management built on a microservices architecture and delivered via Amazon Web Services (AWS). It provides scalability and resilience as a stand-alone, full featured unified communications, collaboration, and customer experience solution designed for modular integration. It offers various plans with different allotments and capabilities. Use cases include improved customer engagement, employee collaboration, and operational efficiency. Key technical details include voice connectivity options like Genesys Cloud Voice (GCV) and Bring Your Own Carrier (BYOC), integrations, phone management, system requirements, and applications access from browsers, mobile, or desktop. Resources like training, setup guides, the AppFoundry marketplace, community forums, and troubleshooting tools help optimize utilization.

Genesys Cloud's Collaborate platform provides unified communications through chat, video conferencing, and document sharing capabilities. Users can engage in individual and group chats with persistent history, convert text chats to video calls, and share screens during meetings. The platform features comprehensive profile management where users can showcase skills, education, work experience, and contact information. Advanced search functionality allows filtering by keywords, profile tags, and specific fields like job titles or skills. Teams can create specialized groups based on common interests, projects, or expertise. The solution offers cross-platform support through mobile apps (iOS and Android), desktop applications (Windows and Mac), and web browsers. Document management capabilities include personal and group workspaces, file sharing, content tagging, and advanced search features. All communications and content remain accessible across devices, enabling seamless collaboration whether in office or remote.

Genesys Cloud Communicate includes all the features of Genesys Cloud Collaborate, such as chat, video chat, a company directory, and document sharing. Communicate offers telephony services for handling phone calls with features like voicemail, conferencing, call recording, transfers, extensions, and call forwarding. It supports WebRTC with the Genesys Cloud web-based phone. Architect is an auto attendant designer that links predefined operations to create custom IVR functionality. Genesys Cloud customers with CX 1, CX 2, and CX 3 licenses get Communicate at no extra charge, but Genesys bills for each stand-alone Communicate user. The summary covers Communicate's features, telephony capabilities, Architect tool, and pricing model while focusing on key details and functionality.

Genesys Cloud offers free trials of GCXNow to learn about its features and capabilities for contact center solutions. The GCXNow trial provides tutorials to configure your organization and explore features like setting up phone numbers, WhatsApp integration, call flows, bot flows, web messaging, and more. Limitations apply such as available AWS regions and global coverage.

Genesys Cloud EX is an employee experience platform that enables organizations to transform employee engagement and improve efficiency and effectiveness through a comprehensive suite of workforce management tools. The platform provides capabilities for onboarding, learning and training, workforce management, performance management, gamification, coaching, interaction recording, quality management, web surveys, and speech and text analytics to manage the complete employee development journey. As a separate base license from Genesys Cloud CX, Genesys Cloud EX does not include voice, email, or digital interaction handling capabilities but allows users to access all Workforce Engagement Management (WEM) capabilities for voice interactions handled on external platforms and leverage workforce management, gamification, performance and engagement, development and feedback modules, and coaching capabilities for email interactions on external platforms. The platform includes features for agent workspace configuration, messaging options, external platform data synchronization, and integration capabilities to enhance organizational workforce engagement.

Genesys Cloud offers flexible licensing and billing options through a consumption-based model. Users are billed monthly based on actual platform usage, with charges calculated for active licenses, storage consumption, and API calls. The platform provides different license types including PureCloud 1, PureCloud 2, and PureCloud 3, each offering varying levels of functionality and access. Storage costs apply to recorded interactions, file storage, and data retention, while API usage is monitored and billed based on the number and type of API calls made. Monthly invoices detail all consumption metrics and associated charges, allowing organizations to track and manage their platform expenses effectively.